Improper billing and collections solved

For those of you that have lost all faith in companies, this may serve as fodder for thought.

I had problems with Sprint PCS charging me an unacceptable amount of money for service when I was unemployed and completely broke.

After receiving many phone calls from the collections department (in-house), all of them fruitless and to the same end (pay us NOW), I got sick of it and went to planetfeedback.com. PlanetFeedback allows you to send letters directly to the CEOs of companies and to explain your situation to them. They of all people should care, right? As it turns out, they do. Below is the letter I sent to them, followed by the response.

The letter (personal info crossed out):
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TO:
William Esrey, President
Sprint PCS
P.O.Box 8077
London, KY 40742

FROM:
xxxxxxxx xxxxxxxxx
xxxxxxxxxx
xxxxxxxxx
xxxxxxxxx
xxxxxxxxx


RE: PLANETFEEDBACK REFERENCE NUMBER 2036926

Dear Mr. Esrey,

The world thrives on communication today, which is why I'm so upset with the billing or payment at Sprint PCS. Quite honestly, I'm furious about this issue. Just for the record, here's my telephone information: xxxxxxxxxxxx.

Here's my complaint: I closed my account (xxxxxxxxxxxx) on April 25'th of 2003 due to my inability to continue paying for the luxury of wireless service. I am unemployed at present and cannot afford anything but the essentials.
My billing cycle ended on the 20'th of April. When I called, I was informed that I would be paying for the entire month of May, despite the fact that I called to cancel five days into my billing cycle.
To further compound my frustration, I called "Collections" and was told point blank by a representative that they felt the way I was being treated was unprofessional and unfair. I then called the "Customer Service" department as his request and was AGAIN told by a representative that the billing of my account in this fashion was unconscionable. Both representatives expressed their willingness, but inability, to ameliorate the situation. I applaud them for their concern and certainly hope their customer focus and concern do not wane as they continue to receive complaints about poor treatment by Sprint PCS.
I am willing to pay for the five days that I did use in my new cycle, but to entertain the notion of paying for an entire month that I did not intend to use (I closed my account) is ludicrous. Not only is it ludicrous, but it is also bad business.
This experience, as it stands, is dictating my future intention to use Sprint PCS' services.

Quite honestly, I've never had a reason in the past to feel negatively or positively toward your company. Despite this problem, I might continue using your company for wireless service. I'm inclined to tell other people about this, just so they know what they're up against.

Here's what I'd like to see happen: I would like a representative of Sprint PCS who is authorized to execute the following to do so:

1. Adjust my "final bill" to reflect charges for five (5) days of service.
2. Send written correspondence indicating that the action above has been taken.
3. Evaluate the application of this flawed billing method.

If the above action is taken, I will gladly pay for the days in which I had active service, and choose Sprint PCS as my wireless provider when I am once again employed. The phone will be used often, as I work in the Information Technology field. This stands to provide Sprint PCS with measurable future revenue.
If the above action is NOT taken, I will cease all contact with Sprint PCS and its designees. Any outside collection agencies that are employed in the collection of the $70.89 in charges will promptly be sent cease and desist communication. I will post the contents of this communication to Sprint PCS as well as any further negative correspondence or collection action to consumer-awareness websites online. I will forward the same to the Better Business Bureau in Kansas and any state from which Sprint PCS sends communication or has a presence in, and the Federal Trade Commission. I will also contact the State Attorney General in any state from which Sprint PCS sends any further negative communication or dunning letters. I will do the same for any outside collection agency employed by Sprint PCS doing the same, as Sprint PCS has been made aware of this situation and should be held liable for the actions of any collection agency employed by it in connection with the debt arising from this business relationship.
From a simple profit and loss standpoint, I'm sure that the simple financial equations resulting from any positive or negative action are clear.
I have had nothing but good experiences with Sprint to this point, and would much prefer future dealings with Sprint to be equally as pleasant.

I hope you get back to me soon. In this age of modern communication, seemingly simple things should not go unresolved. I'll expect a response within 10 business days.

Sincerely,
xxxxxxxx xxxxxxx

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The response:

Good morning xxxxxxxx,

This email is to inform you that your issue has been resolved and your account reflects a zero balance. Please disregard the statement that was sent to you for the amount of $70.89. I apologize for any inconvenience we may have caused you in regards to this matter. Thank you again for using sprint pcs.

Ms. xxxxxxxx

Customer Solutions Dept